About Company
Are you passionate about making a tangible difference in customer satisfaction? Career.zycto is rapidly growing, and we believe that exceptional support is the backbone of our success. We’re an innovative firm dedicated to connecting talent with opportunity, fostering environments where individuals thrive. For a ticketing support aide, this means joining a team that values your empathy, problem-solving skills, and commitment to clear communication. Here, you’ll be empowered to directly impact user experience, becoming a crucial point of contact and resolution. We cultivate a dynamic and supportive workplace, perfect for those eager to grow their customer service and technical support expertise.
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Job Description
Career.zycto is seeking a dedicated and proactive Ticketing Support Aide to join our dynamic team in Obiakpor, Port Harcourt. This is an immediate hire opportunity for individuals passionate about providing exceptional customer service and technical assistance. As a Ticketing Support Aide, you will be the first point of contact for our internal and external stakeholders, meticulously managing and resolving support requests across various platforms. Your primary goal will be to ensure smooth operations and high user satisfaction by efficiently addressing inquiries, troubleshooting issues, and escalating complex problems to the appropriate teams. We are looking for someone with a keen eye for detail, excellent communication skills, and a genuine desire to help others navigate technical challenges. You will play a crucial role in maintaining our service quality standards, contributing directly to our reputation for reliability and efficiency. This position offers a fantastic opportunity to develop your customer service, technical troubleshooting, and organizational skills within a supportive and forward-thinking environment. If you thrive in a fast-paced setting and are eager to make a significant impact from day one, we encourage you to apply.
Key Responsibilities
- Monitor and manage incoming support tickets via email, phone, and internal systems in a timely and professional manner.
- Provide first-level technical assistance and problem resolution for common user inquiries and system issues.
- Accurately categorize, prioritize, and document all support interactions and resolutions within our ticketing system.
- Escalate complex or unresolved issues to senior support staff or relevant departments with detailed summaries.
- Guide users through troubleshooting steps and provide clear, concise instructions.
- Maintain comprehensive knowledge of our services, products, and support procedures.
- Contribute to the creation and maintenance of internal knowledge base articles and FAQs.
- Collaborate effectively with team members to ensure a seamless support experience.
- Identify recurring issues and suggest improvements to enhance service delivery.
Required Skills
- Proven experience in a customer service or support role.
- Excellent written and verbal communication skills in English.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Proficiency in using ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow or similar).
- Ability to work independently and as part of a team in a fast-paced environment.
- Basic understanding of common IT concepts and software applications.
- High level of patience, empathy, and professionalism.
Preferred Qualifications
- Diploma or certificate in Information Technology, Computer Science, or a related field.
- Prior experience in an IT support or helpdesk environment.
- Familiarity with remote support tools and methodologies.
- Experience with CRM software.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health insurance coverage.
- Opportunities for professional development and career advancement.
- A collaborative and supportive work environment.
- Paid time off and public holidays.
- Modern office facilities in a convenient location.
- Team-building activities and social events.
How to Apply
Ready to kickstart your career as a Ticketing Support Aide? We invite you to join Career.zycto and become a vital part of our success. Please click on the application link below to submit your resume and a brief cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!
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